Manager, Loss Mitigation

Hyundai Capital America (HCA) helps people move forward through Hyundai Motor Finance, Genesis Finance, and Kia Finance, delivering financing, leasing, and insurance solutions to over 3 million customers nationwide. We foster growth, innovation, and an inclusive environment where employees can expand their careers and make a meaningful impact.

About the role

The Manager, Loss Mitigation is responsible for managing loss mitigation operations and leads a team accountable for performance, loss results, and customer experience. This role oversees staff coaching, operational execution, compliance, and performance monitoring while partnering cross-functionally to drive process improvements and support business objectives.

Responsibilities

• Manage and coach staff to achieve key performance metrics and mitigate loss results.
• Monitor daily, weekly, and monthly performance trends across queues, teams, and individuals.
• Support employee engagement, recognition, and ongoing development planning.
• Ensure team adheres to established policies and procedures to maintain compliance and operational standards.
• Identify process gaps, operational inefficiencies, and missed opportunities, and recommend practical solutions.
• Partner with internal departments to drive collaboration, communication, and alignment across sites, teams, and business partners.
• Develop and execute action plans to address performance gaps and drive performance improvement.
• Support implementation of new tools, workflows, contact strategies, and segmentation approaches.
• Utilize reporting and operational data to evaluate outcomes and continuously refine team execution.
• Maintain appropriate staffing levels by assisting in interviewing and onboarding activities.
• Lead, mentor, and develop team members by providing direction, performance feedback, and support to ensure effective collaboration, professional growth, and achievement of organizational and personal goals.

Requirements

• Minimum 5–7 years of progressive related experience in a call center environment with vendor management accountability, including cross-functional responsibility in operations functions such as Collections, Servicing, Credit, and/or Funding roles.
• 0–2 years of supervisory experience or leading projects.
• Auto finance industry experience preferred.
• Bachelor’s degree or equivalent work experience.
• Strong interpersonal skills to promote team success and development.
• Knowledge of federal laws governing collections practices.
• Strong verbal and written communication skills with the ability to share clear messages effectively both inside and outside the organization.
• Proactive approach to problem-solving with demonstrated skill in identifying, researching, and solving problems.
• Proven analytical skills to provide analysis and report summaries to upper management.
• Ability to train and develop team members with emphasis on skill set development and call-related negotiation, listening, and interpretation skills.
• Experience in service-related disciplines.
• Understand and can develop a customer-centric approach that meets policies and procedures while promoting customer retention.
• Proficient in Microsoft Office, including Word and Excel.
• Understanding of team dynamics and techniques to build strong teams.
• Must be able to influence, motivate, and engage associates.
• Exceptional time management skills, with the ability to multitask in a fast-paced environment while meeting established deadlines.
• Proven track record delivering seamless customer experiences.
• Ability to thrive in a performance coaching environment.

Benefits

• Hybrid flexibility – 4 days in office, 1 day remote
• Vehicle perks – monthly vehicle allowance plus purchase and lease discounts
• Comprehensive health coverage – medical, dental, and vision plans
• Employer-funded HSA contributions to help reduce healthcare costs
• 401(k) with company match and immediate vesting from day one
• 100% company-paid life and disability insurance
• Wellbeing benefits including fitness and health resources
• Leadership programs and career development that support continuous learning
• Paid Volunteer Time Off and a company charitable donation in your honor

Pay

Minimum Salary: $80,784.00
Maximum Salary: $125,215.20

Schedule

Full-time, Exempt